This documentation supports the 20.18.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Cloning service requests

If a client raises a service request that is similar to a record that is existing, you can clone the existing service request, modify the details, and reuse the record.

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the record that you want to clone. You can also clone closed service requests.
    A copy of the record is opened in a New Service Request form with the field values that are populated from the original record that was used to copy. Although the Priority~ field value shows the value from the original record, updating the Urgency or Impact field value recalculates the priority after the record is saved.

    The newly created service request has the default status set to OPENED.


    When you are copying a service request, the new tasks and change requests linked to the Request Definition are created after you save the copied service request.

  4. On the New Service Request form, make the required modifications.
  5. Click Save.
    If the original tasks or change requests were sent for approval, then you need to submit the newly created tasks and change requests for approval.
  6. (Optional) To close the original record after you cloned the service request that has pending tasks, change requests or approvals, perform the following steps:
    1. If you want to close the original service request, recall the approvals and close the linked tasks and change requests.
      For linked change requests, contact your system administrator or the owner of the change requests to close the linked change requests and tasks or recall the approval sent for the change requests.
    2. Close the original service request. For more information, see Closing service requests.
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